Operations Manager - PCS Home Care

Always Compassionate Health; City of Rochester (NY); On-site; USD 80,000 - 100,000; Full time

Job summary

Always Compassionate Health is seeking an Operations Manager to lead the PCS Home Care division in Rochester. You will oversee Intake, Staffing Coordination, and Community Outreach, guiding frontline staff and ensuring efficient workflows within regulatory and company standards.

You will monitor daily performance, coach staff, manage referrals and authorizations, and collaborate across departments to deliver high-quality client service while maintaining strong partner relationships.

Qualifications

• Bachelor’s degree in business administration or healthcare administration or related field.
• Minimum 3–5 years in healthcare/home care with supervisory experience.
• Experience with intake/referral management and staffing coordination.
• Knowledge of regulatory requirements and KPI tracking.
• Strong communication, problem-solving, and organizational skills.

Responsibilities

• Oversee daily PCS Home Care operations including Intake and Staffing Coordination.
• Supervise, train, and coach frontline staff; conduct performance evaluations with HR partnership.
• Manage referral processing, case openings and authorizations; ensure timely follow-up.
• Coordinate staffing coverage, caregiver matching, and response to call-outs.
• Track KPIs such as intake turnaround, referral conversion, and utilization.
• Identify issues, implement process improvements, and escalate as needed.
• Maintain regulatory compliance and accurate documentation; budget input.
• Foster relationships with referral sources, clients, and internal partners.

Education

Bachelor’s degree in business administration or Healthcare Administration

Job description

Reports To: Vice President of Operations, Northern Region

Supervises: Intake Coordinators, Staffing Coordinators

Salary: $80,000-$100,000 Annually

POSITION SUMMARY

The Operations Manager is responsible for managing the daily operations of the Personal Care Services (PCS) Home Care division, including Intake, Staffing Coordination, and Community Outreach. This position supervises frontline operations staff, ensures daily workflows run efficiently and in compliance with regulatory requirements and company standards. The Operations Manager will monitor daily performance, resolve operational issues, coach and develop team members, and help ensure the organization can serve clients effectively while maintaining strong relationships with employees, referral sources, and internal partners.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage day-to-day operations of Intake and Staffing Coordination for the PCS Home Care division.
• Supervise, schedule, train, and coach operations staff. Conduct performance evaluations and address performance concerns in partnership with HR.
• Manage Intake workflows, including referral processing, case openings, authorizations, and timely follow-up.
• Manage Staffing Coordination activities to ensure case coverage, appropriate caregiver matching, and timely response to call-outs and staffing gaps.
• Track and report on departmental KPIs, including intake turnaround, referral conversion, staffing coverage, and caregiver utilization.
• Identify operational issues and trends and recommend and implement process improvements.
• Serve as the escalation point for client, caregiver, and staffing issues, resolving concerns promptly and professionally.
• Coordinate daily with Clinical Operations, HR, Recruitment, and other departments to ensure smooth handoffs and service delivery.
• Ensure daily operations comply with applicable regulations, company policies, and quality standards, and maintain accurate documentation.
• Provide input on staffing needs, resource planning, and departmental budgets.
• Maintain positive working relationships with referral sources and community partners.
• Perform other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree in business administration, Healthcare Administration, or a related field preferred. Equivalent combination of education and experience will be considered.
• Minimum of 3–5 years of experience in healthcare, home care, personal care services, or a related industry, including at least 1–2 years in a supervisory role.
• Experience with staffing coordination, intake/referral management required.
• Working knowledge of home care operations and applicable regulatory requirements.
• Experience tracking KPIs and using data to manage daily performance.
• Strong supervisory, communication, and problem-solving skills.
• Ability to manage multiple priorities and respond quickly in a fast-paced environment.
• Ability to build effective relationships with staff, caregivers, clients, and external partners.
• Strong organizational skills and attention to detail.

CORE COMPETENCIES

• Daily Operations Management
• Problem Solving & Escalation Management

SUCCESS MEASURES

• Improve intake turnaround time and referral conversion.
• Maintain strong staffing coverage and minimize service disruptions.
• Support caregiver utilization and retention.
• Support census growth through effective intake and outreach execution.
• Develop a well-trained, accountable operations team.
• Maintain compliance and quality standards in daily operations.
• Successfully implement process improvements and operational initiatives.